The document provides guidance for managers on their role and responsibilities. It outlines expectations for managers to be teachers, doctors, and counselors to their team. It also discusses the opportunities and incentives that come with being a successful manager, including travel, education, leisure time and helping others. The document emphasizes that effective selling requires being set with skills, empathy and transparency to understand customers' problems and propose the best solutions.

1. Clubwww1 Manager Assistance Program

3. As a Manager YOU are the heart and soul of Your team that brings good revenue to the company every year

6. Best of all…. You will learn professional selling. A skill useful for the rest of your life. How to sell you & your services?

7. The Opportunities Travel Education House Cars Leisure time Personal development Help to others

8. The Incentives Asian Trip

9. YOU CAN DO IT with support Let’s Start Now!

10. Start with the end in mind!

14. 3 Keys to Professional Selling Before you sell, you must be all SET! Skill Empathy Transparency

18. Give an example of a HAPPY sales experience Give an example of an UNHAPPY sales experience Individual Activity:

20. Investigative Selling

24. Be Pro-active. Use EARS when you listen! AFFIRM FEELINGS Empathize by reflecting the customer’s feelings e.g. “Sounds like you’re concerned about…”, “You sound excited about…” On Listening: ENCOURAGE Use short phrases or sentences to encourage the customer to keep talking e.g. “Go on…” “Yes…”, “I see…”, Tell me more about the situation.” REFLECT CONTENT Paraphrase or restate in your own words what the customer has told you e.g. “Sounds like you’re…”, “So if I understand your situation…” SUMMARIZE Periodically summarize key points in the conversation. Be sure to summarize your agreements and the next steps before ending the conversation. E A R S

25. To be understood, be willing to pay the PRICE ! EMOTION The attitude or the tone projected in your voice, 85% of our verbal communication is based on tone and only 15% is based on words. On Speaking: P R I C E CLARITY Make it a point to pronounce your E’s, P’s, B’s, T’s, V’s, and other letters/ words. Use simple language. Avoid jargon. INFLECTION Changes in vocal inflection can actually convey different messages. RATE Speaking too fast- clients can’t understand what you’re saying, Too slow- client gets bored, impatient, irritated, loses interest. PITCH Mid to low pitch is more pleasing to listen to and more sincere. High pitch can be very irritating.

26. Meaning of a Message - 55% Body Language 87% 38% Tone of Voice 13% 7% Words In a telephone conversation In a face-to-face transaction Source

27. Body Language Refers to all the ways people communicate without speaking or writing . People can send and receive body language from four different parts of the body using facial expressions and eyes , arms and hands , legs and feet , torso positions and posture . On Non-Verbal Signs: A summary of the most common non-verbal signals follow:

28. Pay attention to body language to REACH an agreement Head Cocked Indicates you have captured his interest. On Non-Verbal Signs (Buying Signals): R E A C H Eye Contact Increased Your customer’s level of interest is rising. Chin or Forehead Touched Your customer is evaluating your statement. Arms and Legs Uncrossed This shows “openness’. Reach or Leaning Forward This indicates interest.

30. Keep nodding your head. On Non-Verbal Signs: This raises the chances of coming to an agreement.

31. The power of non-verbal communication. Follow my hand…

32. Watch out for both accepting and rejecting signals. If you get an accepting signal, do a trial close . If you get a rejecting signal, probe some more to find out to verify your assumption. On Non-Verbal Signs:

33. Some Reminders on Reading Body Language : This is not fool-proof e.g. crossed arms doesn’t necessarily mean closed mind, it can mean the person is feeling cold. On Non-Verbal Signs: Rather watch for changes in body postures during the call.

34. Effective Words in Selling when IF- You don’t sound confident I know, definitely, absolutely, certainly I THINK/MAYBE- Not reassuring reasonable, inexpensive, economical CHEAP- Devalues product available for, valued at PESOS/COST – makes clients nervous approval, authorization, confirm your decision SIGN- Causes buyer remorse, regret help, assist, serve, select SELL- No one likes to think they’ve been sold own, acquire, invest, be the proud owner of BUY- Focuses attention on cost More Effective Less Effective

35. Powerful Sales Vocabulary A powerful sales vocabulary uses expressive, highly descriptive words, dynamic, personal words and phrases that paint pictures. QUALITY SAFE REPUTATION LOW-COST TASTEFUL TESTED AMUSEMENT GROWTH ADMIRED ECONOMICAL RELIEF MODERN SOCIABLE PROGRESS POPULAR RECOMMENDED VALUE ENOURMOUS GUARANTEED GENUINE TIME-SAVING SUCCESSFUL STATUS EFFICIENT

36. II. The Selling Process

37. We require a system to come up with better results and performance. Here are the stages of selling which will make you effective and productive faster .

38. 1. Setting the mood 2. Preparation 3. Prospecting 4. Call 5. Approach 6. Presentation 7. Handling objection 8. Closing 9. After-sale Service Stages of Selling

39. Mood to sell is foremost. Set your mood first and everything else will be easy. 1. Setting “your” mood

40. No one beats the man who is prepared. The more you are prepared, the better. 2. Preparation

41. The Secret: The 3 P’s: P lanning & P erfect P ractice. Much of the secret is in the preparation, not in the actual performance.

42. How do you prepare for a day’s work as an Manager? It’s Quiz Time!

44. 3. Prospecting The process of continually looking for people with a) need of our products, and b) the capacity to purchase them.

46. Who are the people you can meet within your typical day? It’s Quiz Time!

49. 2 Types of Prospecting Warm Prospects Cold Prospects On-Line Prospecting (Normally done during office hours.) Off-Line Prospecting (Informally done, usually outside office hours.)

51. On-Line Prospecting

57. Off-Line Prospecting

58. Offline prospects are people who know us. They are what we call “Warm Prospects”. They include relatives, friends, and your business network. (“K.K.K”)

61. The closing rate for warm prospects is 6 TIMES better than cold prospects. - Tom Hopkins

62. Relatives and friends in particular are not only good for business. Studies in Emotional Intelligence have established that a good strong social network keeps you happy. The rule is: don’t wait to call them until you need something from them . Keep in touch regularly by attending family reunions, get-togethers, birthday parties, anniversaries, weddings and funerals etc.

63. The same rule applies to friends: don’t wait to call them until you need something.

64. “ Cultivate relationships for the sake of the relationship itself and not because we want something from the other person.” Harvey Mackay “ Dig Your Well Before You’re Thirsty”

67. The attempt or effort to contact a customer 4. Call

68. Talking to Prospect Over the Phone: Introduce yourself: I work for Grolier and we’re helping people find ways to …. (Improve the quality of their lives by providing quality educational and other reading materials…) Pre-Qualify: May I ask if you have school-age kids? How old are they? What grades are they in? Ask for the appointment: Would 10:15 on Monday or 9:15 Tuesday be better for you? Offering a choice makes it more difficult for the prospect to say no.

69. When we have introduced our name, our company and our objectives, we follow it by probing (investigating needs). 5. Approach

70. Warming Up We should open the GATES to establish rapport THANK CUSTOMER “ Thank you for agreeing to see me.” G A T E S ACCORD THE CUSTOMER FULL ATTENTION Focus on the customer. Avoid interruptions. SEEK PERMISSION TO ASK QUESTIONS “ Is it okay if I ask you a few questions?” ESTABLISH RAPPORT Maintain eye contact. Show “open” body language. Use the name of the customer liberally. GREET THE CUSTOMER “ Good morning, Mr. Santos.”

71. If 7 out of the 10 people that you approach turn you down, thank them for you could not have sold to the other two without them.

72. Use your WISDOM . How do you approach? W I S D O M Offer a handshake if appropriate Mention business only after 2 nd meeting Deliver opening line Smile Imagine positively Watch for cues

80. Clients

81. TYPE OF CLIENTS Will buy no matter what you say. Will not buy no matter what you say. May buy if the seller is skillful.

86. Information questions gain facts, establish eligibility, uncover circumstances.

108. Offering Benefits Summarizes the most basic information about that topic for quick reference Fact boxes Enables you to do quick search of topics Index BENEFITS FEATURES

109. PARETO PRINCIPLE: More often than not, clients are concerned with or interested in 20% of the product or service features. Therefore, avoid rattling off a litany of features which mean little to him. Instead, cite the few benefits which could appeal to him .